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CSA · Question #94

Two departments (HR Onboarding and Facilities) have come to you, asking for a way for employees to request event room set up services. The requirements are the same for the form and the task routing…

The correct answer is C. Create one Catalog Item for Event Room Set Up; then publish to the Parent Catalog, which is. To support identical service requirements across multiple departmental catalogs efficiently, a single catalog item should be created and published to a central 'Parent Catalog'.

Submitted by ahmad_uae· Apr 18, 2026Self-Service and Process Automation

Question

Two departments (HR Onboarding and Facilities) have come to you, asking for a way for employees to request event room set up services. The requirements are the same for the form and the task routing to the Facilities' assignment group.

  • For HR, the item will be used primarily for the Onboarding

coordinators, for employee orientation sessions.

  • For Facilities, the item will be used for anyone in the company who

needs room set up services. However, both departments have their own service catalogs. What do you do, to support these requirements?

Options

  • ACreate one Catalog Item for HR Event Room Set Up and one for Facilities Event Room Set Up;
  • BCreate one Catalog Item for Event Room Set Up; then publish to both Catalogs.
  • CCreate one Catalog Item for Event Room Set Up; then publish to the Parent Catalog, which is
  • DCreate one Catalog Item for Event Room Set Up; then use ACLs to control access.

How the community answered

(52 responses)
  • A
    2% (1)
  • B
    4% (2)
  • C
    83% (43)
  • D
    12% (6)

Why each option

To support identical service requirements across multiple departmental catalogs efficiently, a single catalog item should be created and published to a central 'Parent Catalog'.

ACreate one Catalog Item for HR Event Room Set Up and one for Facilities Event Room Set Up;

Creating duplicate catalog items for the exact same service, form, and task routing would lead to unnecessary redundancy and increased maintenance effort.

BCreate one Catalog Item for Event Room Set Up; then publish to both Catalogs.

While technically possible, publishing separately to 'both Catalogs' is less efficient than publishing to a central 'Parent Catalog' that serves as a single source for multiple departmental catalogs.

CCreate one Catalog Item for Event Room Set Up; then publish to the Parent Catalog, which isCorrect

When the request form, fulfillment process, and task routing are identical across different departments, it is best practice to create a single, reusable catalog item. Publishing this item to a main or 'Parent Catalog' makes it centrally available, from which departmental catalogs can link or display it, ensuring consistency and simplifying maintenance.

DCreate one Catalog Item for Event Room Set Up; then use ACLs to control access.

Using ACLs primarily controls access to an item rather than defining its availability across multiple catalogs; publishing to a shared catalog is the primary method for making it available.

Concept tested: Service Catalog item reuse and publishing

Source: https://docs.servicenow.com/bundle/utah-servicenow-platform/page/product/service-catalog-management/concept/c_ServiceCatalogDefinition.html

Topics

#Service Catalog#Catalog Item#Catalog Management#Shared Services

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